I like the places I visited. I am not happy with the Europamundo system. In 12 days we had 5 tour guides, switched...
Dear Irene,
Thank you for taking the time to share your experience with us.
We are truly sorry to hear that your perception of our operational system did not meet your expectations. At Europamundo, we work with a system of interconnected routes that allows travelers to enjoy a wider variety of destinations and greater flexibility in terms of dates. However, we understand that this structure may feel complex when it does not fully align with each traveler’s personal preferences.
Regarding the changes of guides and buses, we would like to clarify that, as stated clearly before purchasing the tour and available on our public website, these rotations are part of the planned operation and are carefully coordinated to ensure continuity of service. That said, we regret that in your case this continuity was not experienced as smoothly as intended.
As for luggage being transported on another bus, this occurs when some passengers do not follow Europamundo's official baggage recommendation of one suitcase (up to 30 kg) plus a small hand luggage or backpack (without wheels) to be placed in the overhead compartment. When there is excess luggage, it cannot all fit in the same vehicle, and we must look for alternative solutions. According to our published conditions, the cost of that extra transfer should be covered by the passenger. However, we always try to avoid passing this cost to the traveler, as was done in your case—hence the decision to send the luggage via another bus.
On the first day of the tour, as stated in the itinerary prior to purchase, there is no welcome meeting with the guide. The tour begins the following day, and the guide communicates the departure time via a notice board at the hotel. Our guides wait for a reasonable courtesy time; if passengers do not show up, they must assume that they prefer to rest or join later. It is the responsibility of each traveler to check the poster and be aware of the departure time.
We are very sorry to hear about the experience of senior passengers during the walking segment. We fully empathize with their situation. However, our website clearly indicates that our tours can be physically demanding and that a certain level of fitness is required. It is always assumed that travelers who book the tour are aware of this and able to keep up with the group’s rhythm. The planned visits and included entries require strict scheduling, and while we understand the frustration, punctuality is essential to ensure everyone enjoys the itinerary as promised.
We will nevertheless review this internally and also follow up with our partner agencies to ensure this important information is being clearly communicated before booking.
Concerning the language, all our tour guides are certified with an official C1 level in English, which ensures a high standard of fluency. While it’s possible you may have expected a native English speaker, we can assure you that our guides are qualified to communicate effectively. Of course, each guide has a different communication style and areas of interest, so explanations may vary to suit different traveler profiles. We’re glad you connected well with Irene’s style, but we would like to affirm that all of our guides are equally professional and committed.
Once again, we thank you for your feedback, which is extremely valuable to us, and we hope that despite the inconveniences, you were still able to enjoy the beautiful destinations included in your tour.
Warm regards,
Europamundo team
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